Pokemon Center

We placed an order on October 30th for our daughter as a Christmas gift. The website stated we would receive it within two weeks. That never happened.
When we didn't receive any updates, I emailed because there is no phone number or live chat available. Three days later, they asked for more information. I provided the order number and tracking number the same day. I was told the issue was "escalated" and that no further action was required on my end.
After hearing nothing, I followed up on November 21st. Three days later, I received another apology but still no real update on where our item was or when we might receive it. I emailed again on December 1st explaining that this had already gone on for over a month without answers. Again, I was told it was escalated.
We finally received a response from Agent Sam three days ago — a total of three months and two weeks after the original order date. The response simply stated they were experiencing high volume, noted that we had disputed the charge, and said since the bank refunded us, they were closing the inquiry.
Of course we disputed the charge. After three and a half months of delays, generic apologies, and no actual resolution, we had no other choice. This was supposed to be a Christmas gift that their website said would arrive in two weeks.
The refund resolves the financial part, but the lack of communication and accountability was extremely frustrating. Repeated apologies without action is not customer service.
We will not be doing business with this company again.

I recently just got back into collecting Pokemon cards (last time I did was when I was a kid) a couple of months ago and I cannot even begin to explain how much it breaks my heart to see the hobby in total and utter ruins- not only have scalpers, bots, flippers, and resellers made it literally impossible to get anything at market value but even worse Pokemon Center (on top of countless other retailers) at worst does absolutely NOTHING about it and happily lets them run rampant or at best puts very trivial things in place that can very easily be circumvented and does nothing to enforce those pretty close to nonexistent rules.

Now instead of just getting some product when you want for a good price you have to jump through all of these hoops just at the chance to get something at market value which 100% of the time never comes to fruition (at least not in my case) setting up alerts for drops, waiting in queues, keeping track, running around to multiple stores, etc just for nothing.

Sadly at this point i'm close to leaving the hobby again and wish I would've never gotten back into it at least then those precious childhood memories would've still been intact and not tainted by what Pokemon has become (and don't even get me started on how past sets are being treated too been wanting 151 product ever since I got back into it since it's the Pokemon I grew up with and it costs a fortune or on the horrible pull rates of all the recent sets)- more then that though my heart breaks for kids because at least I was lucky enough to grow up when Pokemon cards was a chill fun hobby not yet ruined by greedy people whereas now kids (and their parents kindly trying to support that hobby) have to deal with that.

Do better it ain't that difficult.

Spent the last 2 releases in a seemingly never-ending que with the connection refreshing twice sending me to the back of the line, when I finally get through im briefly able to look at a new out of stock ETB followed by a site crash. Pokemon does nothing but cater to large distribution that functions like scalpers, who sell to more scalpers. Prices are disastrous, and father's like myself are left trying to explain to my children why we cant afford pokemon cards anymore.

Shipping from Australia is double the amount of any other website I've used. A recent plush had wrong dimensions and I was charged $30 shipping for a keychain. Most places I know if it's a mistake they'll just refund you the differences so I recalculated the new cost and sent it to them but haven't heard a response (I believe I was quite polite on the email). It's also been about 2 weeks since my order. Another order I had I ended up going for express shipping as it was about $5 difference and I was excited to receive them sooner, but it also hasnt shipped out yet. It's not possible to combine orders either. Often times for items that I'm looking at it'll amount to $50-60 shipping, a single pitcher would cost me $65. Much of the plush is upcharged as well; generally being about 70-100% more expensive than the RRP in Japan. Often times it's cheaper for me to just buy from resellers. I believe Australia also gets US stock as well and so it is frustrating to have a lose-lose situation; either if you wait to combine orders yourself you risk potentially missing out as things sell out so fast. It also frustrates me that some of my other orders didn't have sign on delivery and were just left on my doorstep. I hope this information is useful to someone as I just feel really deflated which isn't the feeling that I want to have from getting cute plush from one of my favourite franchise. I have had ok experiences in the past thus 2 star and not 1 star (though still felt like shipping was incredibly high for the weight & dimensions), the prices is also increasing about $5 every 8 months or so at least using way back machine for the plush themselves which is more than inflation. I get things are expensive, but these last experiences leave me with a bitter taste in my mouth, even more bitter as every other region seems to have free shipping.

Tried to order the prerelease for White flare and black bolt. Got indefinite error 17. Eventually I was able to add items to checkout then did the antibot slider. Once that was finished boom plagued by error 17 and now I cant even get back on the site. And from what I'm told its out of stock. I was in queue to speak to support, it said an agent would be with me in 44-50 minutes. Now it says an agent will join me within 2 hours. How does the time go up.

I cannot submit an order from them because of my location. I have reached out to them several time and they just tell me they don't know why this is happening but I know other people from the same country that can submit orders. It's not an issue with my payment or my browser

Just moved and was trying to check out fast to get new releases items before it sold out. Can't take your time checking out due to how fast items get sold out. Billing address was correct and I mistook it for shipping address and placed my order. Noticed right after I placed the order that my shipping address was not correct. I couldn't cancel or change shipping address through pokemon center. I also couldn't do anything through fedex due to shippers restrictions. No way to speak to a person through customer service. There needs to be a way to update shipping address with situations like this.

I agree with the last post I read. If you order a $150 booster box it will get damaged by Fed Ex and pokemon center will refuse to do anything. They will either say the packaging is not the contents or say it is a final sale item. Either way you get ripped off. Buyer beware. Buy with people that know how to ship a booster box securely. No packaging inside a big box what a joke. Terrible.

I received my items damaged,
But the box they were in, was in perfect shape. And they have no customer service, or phone number to speak with anyone. And the website says my items are ineligible to be returned and to have a claim filed.

I had some good experiences with Pokémon center but I was definitely left sour this time. Their lazy carrier left my package outside where it could easily get stolen with zero attempt to ring the bell of even leave it at the correct door.

I was purchasing a birthday gift for my partner. His building has separate entrances (basically has two internally separate buildings that connect externally) different sides. The way you note this is by using the corresponding unit letter in the address as well as the actual address number) I did exactly this. The carrier left the package out in the open in the wrong area. I know they didn't attempt to ring the bell because how can you if the bell name is nowhere near where you drop the package.

I contacted Pokémon Center and they decide that the picture taken of my package sitting outside at what's basically the wrong address is proof of delivery. They told me that it was my responsibility to make sure I sent it to a "safe" location. But where I asked it to be delivered was quite safe and had the carrier actually tried to get the package there by bringing it to the roghy place and ringing the bell someone would have come down to get it.

It's pretty cut and dry and shows that they feel my package wasn't worth making sure it made it to the right destination and to its recipient. All they cared about was covering their behind by pretending like leaving one's package vaguely in the vicinity outside was a job well done.

As a business they should have corrected their lazy carrier. Now I'm left sour on the experience. Even if I use another address whose to say the next carrier won't chuck my package outside to get stolen without attempting to ring the bell? And I'm 100% sure that Pokémon Center would back them up and tell me to use a safe location. But outside is not a safe location and I definitely didn't ask their mail carrier to leave it there after making zero attempts to get it inside to its recipient.

Point blank I don't trust them anymore. Which is a shame because for almost every birthday for my son (plushes and cards) and partner I order from them. His mother likes Pikachu so for her birthday he buys them. I got 3 neices/nefews (a 4th on the way) who like the plushes and the oldest was just got a ton of cards (along with my son) for Christmas. Lastly my partner has gotten me enough Pokémon to where I have a pretty decent collection for birthdays, Christmas and just cause ect. He splurges for himself sometimes too. All that patronage was apparently a drop in the bucket for Pokémon Center to where they cannot correct their carrier and make things right. But that's okay I spread the word, my folks like Disney and other anime too. So that's what the family will be buying now.

I ordered a $150 item and it arrived damaged from improper packaging. I reached out ot customer support and was refused a replacement, despite the obvious damage and lack of secure packaging. I'd recommend buying from other shops that know how to ship products securely.

Based on all the reviews I was hesitant in buying from them but took a chance and I was pleased with the condition my pokemon cards came in. Mostly everyone said the condition was bad and the website needs to take some stuff off. My package was in great shape. You know what they say, most people that write bad reviews only have bad things to say. I'm sure the people that wrote bad reviews where valid. I'm just saying people that good things tonsay don't write any reviews. People love ordering from prime and for the most part I only had good experience with them. I can recall a couple of times I got stuff delivered from them that was damaged and had poor customer service.

On 12/8, I purchased a total of 50 products from pokemoncenter.com that all had the following description, but had certain packs being shown in the tins in the item description images:

In this Mini Tin, you'll find:
2 Pokémon TCG booster packs (Each Sword & Shield Series booster pack contains 10 cards and 1 basic Energy. Each XY Series booster pack contains 10 cards.)
1 metallic Pokémon coin
A Pokémon art card showing the art from this Mini Tin—you can collect and combine all five! (Other tins sold separately.)

I have ever purchased a Pokemon product that showed an packs in it, but then received different packs worth a fraction of thee value. The pack pictured was 'XY Evolutions' but instead I received a very different product.

I went to report this issue and request a refund for an inaccurate description; I saw that the image of the packs had been REMOVED. I only made this purchase because the image indicated the XY Evolution packs were present in these products and the description did not say they could be random product the company wanted to get rid of.
They do not normally do refund on trading cards, but I would assume any company would provide a refund when the listing was inaccurate (and even changed by the company indicating it was an error).

Instead I was informed my ticket would be closed along with any subsequent. I believe this was a sale made under fraudulent pretenses to elicit sales they would not have otherwise received from both myself and many others in order to reach year end goals quickly. I had hoped this was just an error they would correct, but I now believe it requires further investigation.

When I "received" the item that I ordered from this company, the seal on the package has been damaged and bent over on itself, leaving a 1-2 cm wide gap along the entire length of the box. Now, the item that I ordered was a thin desk mat and when I opened the box, there was nothing inside besides the packing slip. I don't know whether it was an accident or intentionally tampered with, but in the event it was an accident, the complete lack of any packing materials likely led to the thin mat sliding out. I took this matter to customer support, who completely dismissed all of my evidence and closed the ticket without any negotiation or compensation. Absolutely do not buy from this company due to the complete lack of packing standards and unprofessionalism of their support staff. They stole my money from me.

This is a terrible site i cant even place the order ive tried with different cards and different computers, always get error

It truthfully is terrible you would think pokemon could afford better management of there site completely disapointing and pointless

FIX YOUR $#*!E SITE POKEMON. Not ordering from here, because i cant and i dont support them now anyway

Ordered the Pokemon 151 UPC that was supposed to come with the Squirtle Pokemon Center promo card.
Was excited to get this delivered. Excitement quickly turned to anger and disappointment, as I quickly discovered that they packaged my items with no regard or care at all! Box was clearly damaged, UPC seal was broken and worst of all the promo card was completely bent down the middle!
Stay away from Pokemon Center! They do not care about their customers at all clearly.

Submitted a valid order for a promotion. Email confirmation stated promotional card would be included. Order arrives without promotional card. Open up a ticket with customer support and end up waiting a whole month for the missing promotional card. Turns out PokemonCenter.com can just accuse you of having "violated our Terms of Use" and not provide the promised promotional card. This company (the US/TPCi side) has become so shockingly terrible that it is sad. Obviously they do not care about their customers or their own reputation.

I put in an order for 2 plushies and 2 packs of cards. They arrived in a box only barely big enough to fit it all. For $43 you would hope it comes in a sizable box but apparently not. The box was badly crushed. Both plushies had minor bends which is bad but oh well. But one of the packs of cards is completely bent. I open it and the cards are bent too. I message the company and provide evidence but after a day of getting 5 different emails about them "escalating" it to someone else, I was told "card curving may occur naturally due to the printing process and moisture contraction in the fibers. It can also occur depending on how the product is stored." And I would not be receiving a refund. This business consistently overcharges and underdelivers. They are almost always sold out of many items and getting anything when a new set releases is a nightmare. The company does all it can to charge you the most and provide you the least and now they are too greedy to refund $5 due to their own bad packaging choice. Last time I ever buy from Pokemon Center. Horrible.